Delivery & Returns
Throughout the site, the terms “we”, “us” and “our” refer to Tropical Sun Foods. The term “you” refers to the service user. The term “service” refers to our provision of the Tropical Sun Foods website (www.tropicalsunfoods.com), including but not limited to the sales of Tropical Sun products. The terms “Terms & Conditions” and “Terms” refer to terms under which the service user uses the service.
By visiting our site and/ or purchasing a product from us, you engage in our service and agree to be bound by our terms and conditions, including those additional terms and conditions referenced herein.
Prior to reading the Delivery & Returns information below, please consult our Terms & Conditions.
Details relating to the placing of product orders can be found on the Terms & Conditions page. The following information relates exclusively to the delivery of and return of products ordered.
Product deliveries are fulfilled by a trusted third-party supplier who sends deliveries via DPD, Royal Mail, MyHermes and UK Mail.
CHANGES TO/ CANCELLATION OF DELIVERY
Once your order has been dispatched, we cannot change the delivery address or date, nor cancel the order.
RESPONSIBILITIES OF SERVICE USER
The service user must ensure that the delivery, contact and payment details they provide are correct and lawful, and that we are informed of any changes in these details at the earliest opportunity.
The service user must ensure there will be someone over the age of 18 years available to take delivery at the address provided, within the delivery time period stated below, as a signature may be required to confirm the delivery. If there is no-one available, the service user gives permission for the courier to leave the package in an appropriate safe place (e.g. a porch), or with an appropriate third-party (e.g. a neighbour). In these cases, the service user is considered to have received the delivery and the transaction is completed, at which point, ownership of and responsibility for the delivery transfers to the service user.
In the event that the delivery can not be left in a safe space or with a third-party, the delivery may be returned to sender, in which case, the service user will be liable for the delivery cost and a £5 return-to-sender fee.
When a delivery arrives, the service user should check the package contents before signing for it, or at least check the outer package does not show any signs of damage or having been opened/ tampered with. In the event that the package does show signs of damage or tampering, the service user should refuse the delivery and sign as ‘refused/ damaged'. The package will then be returned to us and we can undertake an assessment before sending out a replacement, issuing a refund or taking further action.
DELIVERY COSTS & TIMES
Shipping costs are determined by the destination and weight of the delivery. These charges are visible to you when you proceed to the Checkout and before you finalise the order transaction.
Orders placed for delivery within the UK are ordinarily sent out the next working day and are expected to arrive at the destination within 3 working days of dispatch.
The UK delivery fees are as follows:
- Up to 1kg - £2.99
- 1-2kg - £4.39
- 2-5kg - £5.99
- 5-25kg - £8.79
Orders placed for delivery within the EU are ordinarily sent out the next working day and are expected to arrive at the destination within 10 working days of dispatch.
The EU delivery fees are as follows:
- EU Zone 1 – Belgium, Germany, Luxembourg, Netherlands - Up to 31kg = £10.99
- EU Zone 2 – Austria, Denmark, Finland, France, Italy, Portugal, Spain, Sweden - Up to 31kg = £19.79
- EU Zone 3 – Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Greece, Hungary, Latvia, Poland, Switzerland - Up to 31kg = £36.29
- EU Zone 4 – Romania - Up to 31kg = £91.29
We do not presently deliver to countries outside of the EU.
In the event that an ordered product is temporarily unavailable, we will contact you to inform you of your options, generally;
- a delay in the delivery
- a replacement product
- a refund of the unavailable product
- the cancellation and full refund of the order
If, after 10 working days, you have not received your delivery, you must email us to raise an investigation. Couriers restrict the time available to raise a claim and so we may not be able to proceed with such a claim after this.
If, after the courier has attempted a delivery the service user fails to arrange a redelivery or collection from a depot, we will treat this the same as customers returning goods as unwanted/ mind changed (see below). We will refund the full purchase costs less the delivery fee.
If non-delivery occurs due to customer error (e.g. the customer entered incorrect shipping details), we will provide a refund, minus the costs of delivery and £5 return-to-sender fee.
GOODS UNWANTED/ MIND-CHANGED
You may cancel your order within 14 calendar days from the day after you receive your delivery. You then have a further 14 days to send the goods back. Providing the goods are returned to us in a satisfactory state (unopened, undamaged, in original packaging), you will be refunded the full purchase costs less the delivery fee. In returning the goods, we advise that you use a trusted recorded delivery service to minimise the risk that the goods are damaged in transit, thus possibly affecting your rights to a refund.
A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. The extent to which a customer can handle the goods is deemed the same as it would be if you were assessing them in-store.
INCORRECT, MISSING OR DAMAGED GOODS
If, after accepting the parcel, you find you have received incorrect, missing or damaged goods, you must notify us within 24 hours of delivery to validate your claim.
DEFECTIVE/ DAMAGED GOODS
In the event that a delivery or an item within it is defective or damaged enough to compromise its use, please respond to the order confirmation email with details of the issue, including:
- Product information (name, weight etc)
- Purchase information (location and date of purchase)
- Description of damage (brief description)
- Photograph of damage (close-up photograph of the damage for easy inspection)
Should we concur that the delivery is sufficiently damaged or defective, we will provide you with further instruction. In some cases, this will involve returning the product to us, in others, we will send you a replacement product.
If you have purchased a Tropical Sun product from any source other than the Tropical Sun Foods website, e.g. from a high-street retailer, then you must return your defective/ damaged good directly to the retailer alongside your receipt of purchase.